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Using Avaya Workspaces for Avaya Oceana®
Viewing customer journey
About this task
The customer journey user interface provides summary of the recent data view for the work request. The journey displays all the accounts in tabs. The associated topics are automatically on display on the customer journey. You can view touchpoints in a condensed vertical timeline. The summary data view provides relevant transcripts and summary. There is an option to adjust the timeline range to view relevant account details.
You can filter in the Customer Journey widget on the horizontal timeline based on the time range from a dropdown field. Accounts are represented using graphical tabs within the widget. Topics are displayed as clickable text. On selection of a specific work request within the Customer Journey timeline, the drilled down view is redesigned. The information in the vertical timeline is replaced.
Note:
For outbound channel, the customer journey widget is not present by default, and must be added.
A Summary panel displays the most recent interaction details for a work request. The Detail panel displays if there is a custom data, and you can expand to view them. The Links panel displays if links have been appended to a work request and you can expand the panel to view them.
A timeline panel displays a condensed view of the previous vertical timeline. The panel displays the touchpoints or statuses which a work request has transitioned through, along with the timestamp, the relevant agent ID, agent note and rating. For a relevant interaction with a status of ExperienceRated or Survey, rating is displayed as an emoji with the rating value available on hover. If the value is outside of the 0-11 range, only the value is displayed. If a transcript link is present for that work request, there is a button below the timeline for viewing the transcript.
The auto filter is available to open the relevant account tab by default. To enable the auto filter, set the AutoFilter Customer Journey By attribute in the CustomerJourneyService of the System Manager.
Procedure
- After you accept an interaction, click
to view the customer journey.
By default, the customer journey displays all the accounts associated with that interaction. Click
and 
icons to scroll through the other accounts. - Click the required account tab to view the journey for that account.
You can view the topics associated with an account. Click
and icons to scroll through the other topics.Click an interaction to view Summary, Details, Links, and Transcripts.